Amdocs, the leading provider of customer experience solutions, has announced that Telefónica, one of the world’s leading service providers, has selected Amdocs for a business support systems (BSS) transformation project in Brazil to provide a seamless, multi-channel experience for Vivo’s quad-play customers across wireline (including fiber), wireless (pre- and postpaid), Internet (including fiber) and TV (including IPTV). The project spans customer relationship management including self-service; service order management; master enterprise catalog, and revenue management.
According to Amdocs, the new agreement extends Telefónica’s strategy of differentiating itself by enabling all customer interactions online and ensuring a consistent experience across all channels, and follows similar transformation projects awarded to Amdocs for Telefónica Argentina, Chile and Peru. Amdocs added that it will consolidate Vivo’s multiple third-party legacy systems onto a single Amdocs BSS platform and will provide system development and delivery, data migration, testing, business process and change management services under a five-year maintenance and support services contract following delivery.
Christiane Edington, chief information officer of Telefónica Brazil
By modernizing and standardizing Telefónica’s BSS on an Amdocs platform, we can benefit from Amdocs’ market-leading products and best-practice business processes to accelerate Telefónica’s transformation and reinforce our leading position in the Brazilian market. Our goal is not only to offer a world-class customer experience throughout all traditional channels to our customers, but also to enhance this experience on online and digital channels.
Manuel Zepeda, president for the Caribbean and Latin America region at Amdocs
Based on our long-standing relationship and the success achieved so far, Telefónica is expanding its relationship with Amdocs to deliver a personalized experience for Vivo customers. Across Latin America and especially in the fast-growing Brazilian market, we are seeing service providers make the evolution to multi-play systems. This converged, next-generation Amdocs solution will provide a seamless, real-time view of the customer across all lines of business and give Telefónica Brazil an agile solution to drive customer revenues.
